Hi All,
I've been wondering what's your best practice or suggestion for the following scenario we've recently had:
- Externals can create HR cases, but cannot access our knowledge bases.
- An alumni employee created a case asking a question.
- HR Agent found an answer in an article and copy-pasted the text in the case.
- The HR Agent did not attach the article to the case because the alumni wouldn't be able to access it anyway.
BUT
We would like to somehow indicate that a certain article was used to resolve this type of case. What makes more sense:
- Leave the article number in Work Notes - worse for reporting knowledge usage.
- Attach the article anyway - better for reporting knowledge usage but I don't know how externals see such attached articles and I want to avoid bad EX/UX.
Any thoughts?
